Most guest-service training is scripted and forgettable. Authentic Guest Service Training builds the inner capacity to read a room, stay grounded under pressure, and respond to any situation with genuine presence and care.
We use the same experiential, improv-based "Playformation" methodology that powers our executive team trainings — adapted for the pace, pressure, and people of customer-facing work.
Learning to arrive fully — not distracted, not performing — so guests feel genuinely seen.
Developing the instinct to notice what a guest actually needs — not just what they're saying.
The improv principle of accepting what's given and building on it — applied directly to complaints and service failures.
Great front-of-house starts behind closed doors. Team trust exercises that reduce gossip and build mutual support.
Optional follow-up sessions, 1:1 coaching, and AI-assisted practice tools to reinforce learning over time.
Formats include keynote presentations, half-day workshops, full-day intensives, multi-day rollouts, virtual delivery, and ongoing support.
Who it's for: hospitality and hotel teams, healthcare and patient-facing staff, retail and customer experience teams, restaurant and food service, property management, and any team where human connection is the product.
In FY17 Sodexo pilots across three sites, 105 participants gave the program a 93% approval rating, with all ten skill dimensions rated between 4.3 and 4.7 out of 5.
Investment includes keynote presentations from $4,500, half-day workshops from $6,750, and full-day or multi-day facilitation from $6,750 per day. Pre-training site visits and stakeholder interviews are $1,250–$2,500 depending on scope; extended leadership discovery is $2,000–$3,500.
This was without a doubt the most fun, interactive team training I have ever been involved with. Leif brought a high level of energy to his presentation, and taught with his heart as much as his head.
Our frontline team received management-level training and development. Definitely a differentiator.